Lead UX Designer

Lead UX Designer The Lead UX Designer delivers UX design and research on complex, ambiguous problems. The position's work may span multiple rider journeys, multiple user types, or varied operational scenarios. This role brings clarity to complicated scopes, makes sound design decisions independently, and drives work from problem definition through to shipped outcomes. Duties & Responsibilities Lead and deliver UX work on complex problems, across journeys, user types, or operational contexts, ensuring the work is coherent and complete. Define UX research scope during planning, decide when and why research is needed, surface knowledge gaps, and help teams act on what they learn. Shape product direction by advocating for riders and staff while understanding agency priorities and constraints. Design information architectures, content systems, reusable patterns, and interactions that are intuitive and accessible, thoughtfully determining when to extend and apply existing systems versus when new patterns or structures are needed. Understand and design for full user contexts across journeys and touchpoints, frame problems around real needs, and champion end-to-end experiences. Partner strategically with stakeholders, frame problems together, and align the team around user-centered approaches. Lead design efforts by sharing expertise with peers through design reviews, critique, and pairing, and contributing to a collaborative team environment. Lead accessibility work within the team by anticipating risks, ensuring inclusive design across experiences, and coaching others in accessible design practices. Follow and improve design practices including alignment frameworks, design system use, file organization, design reviews, research documentation, usability testing, and accessibility reviews. Protect data security, compliance, and privacy across all work by following best practices and established industry/MBTA policies, standards, and procedures for secure research, design, documentation, and data handling. Perform all other duties and projects that may be assigned. Supervision: No direct reports. Minimum Requirements & Qualifications Bachelor's degree from an accredited institution. Six (6) years of relevant professional experience in UX design, product design, and/or interaction design, including experience designing complex digital products that integrate operational systems, real-time data, or customer facing experiences. Experience conducting or leading UX research activities and applying research findings to product, service, or design decisions. Experience designing end-to-end experiences that span multiple touchpoints or systems. Working knowledge of accessibility standards and inclusive design practices for digital products or services. Experience working on cross-functional teams that include product management, engineering, and business, operational, or stakeholder partners. Experience providing design leadership through mentoring, coaching, establishing best practices, or influencing product and organizational decisions. As part of the selection process, candidates will be asked to complete and pass job-related technical assessments, which may include presenting a UX case study and/or a timed whiteboarding exercise. Substitutions: A high school diploma or GED with an additional seven (7) years of directly related experience substitutes for the bachelor's degree requirement. An associate's degree from an accredited institution and an additional three (3) years of directly related experience substitutes for the bachelor's degree requirement. A master's degree in a related subject substitutes for two (2) years of general experience. A nationally recognized certification, or statewide/professional certification in a related field substitutes for one (1) year of experience. Preferred Experience & Skills Experience designing complex digital products that integrate customer-facing experiences, operational workflows, business rules, payments, eligibility requirements, or real-time information. Experience with service design methods, including journey mapping, ecosystem mapping, and cross-channel experience design. Experience designing for complex, constraint-heavy contexts, such as government, healthcare, financial services, or other regulated industries. Experience in public sector, mobility, or civic technology. Experience using qualitative research, analytics, operational data, or performance metrics to inform design decisions. Job Conditions Ability to effectively read, comprehend, communicate, and respond to instructions, orders, signs, notices, inquiries, etc. in English. Be at least eighteen (18) years of age, except if participating in an approved high school internship / co-op program. Ability to commute to assigned work locations in the Boston, MA metro area, as required by the role. Ability to provide internal and external customers with courteous and professional experiences. Ability to work effectively, independently, and as part of a diverse workforce team (or supervise, if required). Ability to uphold the rights and interests of the MBTA while building and maintaining effective relationships with employees and co-workers. Ability to adhere to rules, regulations, collective bargaining agreements (if applicable), and policies of the MBTA, including the EEO, anti-discrimination, anti-harassment, and anti-retaliation policies. Have a satisfactory work record for the two (2) years immediately prior to the closing date of this posting (unless if current student or recent graduate), including overall employment, job performance, discipline, and safety records (infractions and/or offenses occurring after the closing of the posting and before the filling of a vacancy may preclude a candidate from consideration for selection). Ability to pass a Criminal Offender Record Information (CORI) check, comprehensive background screening, and / or medical Clinic screening, potentially including physical examination and drug and alcohol screenings. Ability to work all shifts and / or locations assigned, directed, or necessary for this position, including (for some transit / operations roles) up to twenty-four (24) hours per day, seven (7) days per week as necessary to accommodate severe weather conditions, emergencies, or any other circumstances that may potentially impact service or the safety of service. Intern / co-op staff must be enrolled full or part-time in an accredited educational program and maintain a cumulative GPA of at least 2.5 for the entire duration of the internship / co-op. Additionally, interns / co-ops must have valid work authorization and U.S. Social Security Number prior to starting pre-employment screenings / pre-boarding, working in their positions, and throughout the duration of their program. Disclaimers and Definitions General Disclaimer: The statements contained in this job description are intended to describe a summary, general nature, and complexity of typical job functions and do not represent an exhaustive list of all duties, tasks, and responsibilities required of staff assigned to this position. Application Completion: It is each applicant's responsibility to ensure application details are entered completely and correctly, including updated work and education histories (past and current). Incomplete applications may not be considered. Attachments do not substitute for application fields. The recruitment team does not have access to existing employee data / history. Application Deadlines: Applicants should apply as soon as possible, as the MBTA may stop considering applicants after a sufficiently large applicant pool is established. Work Environment: The physical demands and work environment characteristics described here-in are representative of those an employee may encounter while performing the essential functions of this job. Reasonable accommodations can be made to enable individuals with disabilities to perform essential functions. See job description for role-specific requirements. Work Eligibility: All employees must be legally authorized to work in the United States and on an unrestricted basis. The MBTA does not have an employer work sponsorship program. However, if you have unrestricted work authorization, or are sponsored by a separate entity, you are welcome to apply. Further, all persons hired will require a U.S. Social Security Number prior to starting the position and employees will be required to complete a Form I-9 to verify their identity and eligibility to work in the U.S. Interviews: Candidates should ensure they arrive on time, are prepared, can remain for the duration, and if remote, are in a quiet place without distraction, for the interview. Candidates who do not attend their interview without advance authorization, including an email confirmation of a rescheduled time/date from Human Resources, will be considered a no-show and disqualified from consideration for the position. Related to rescheduling, on a one-time basis, and due to something emergent, you may be allowed to reschedule the interview. In addition, Human Resources may require documentation supporting the request. However, should you need to reschedule, you will need to Massachusetts Bay Transportation Authority